Key Roles and Responsibilities Conduct Training Sessions: Deliver engaging and effective training on topics including product knowledge, process procedures, and client-specific requirements. Curriculum Development: Design and update training materials, manuals, and presentations to ensure content is relevant, accurate, and aligned with business goals. Performance Monitoring: Monitor trainee performance during and after training through assessments, quizzes, and side-by-side call monitoring. Identify Training Gaps: Collaborate with Quality Assurance and Operations teams to identify knowledge or skill gaps on the floor and develop targeted refresher training to address them. Provide Coaching and Feedback: Conduct one-on-one and group feedback sessions to coach agents on their performance and help them improve. Documentation and Reporting: Maintain detailed records of training activities, attendance, and evaluation results. Prepare and share progress reports with stakeholders. Stay Updated: Keep abreast of industry trends, new technologies, and changes in client processes to ensure training content is always current. Required Skills and Qualifications Educational Background: A Bachelor's degree in a related field such as Education, Communications, or Business is often preferred. Experience: Minimum of 2-3 years of experience in a training role or SME, preferably within a Google Ads Troubleshooting environment. Proven experience in designing and delivering training programs. Core Competencies: Exceptional Communication: Strong verbal and written communication skills in English are crucial. The ability to articulate complex concepts clearly and concisely is essential. Presentation and Facilitation Skills: Must be a confident and engaging public speaker, capable of managing group dynamics and fostering an interactive learning environment. Analytical Skills: The ability to analyze performance data to identify training needs and measure the effectiveness of training programs. Problem-Solving: The capacity to adapt training content and delivery methods to address unexpected challenges and diverse learning styles. Interpersonal Skills: Excellent people skills, including patience, empathy, and the ability to motivate and coach others. Technical Proficiency: Strong working knowledge of Google Docs, sheets, slides Discipline: Should be flexible with shift timing 100% work from office

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